Use the Case Management Agent with Copilot
As AI becomes more a part of our daily lives, it's helping to make everyone more productive. In the customer service space, it can help agents by using autonomous agents. In Dynamics 365 Customer Service, the Case Management Agent uses chat conversations and incoming emails to create cases and fill in relevant case fields. It can also update case fields during ongoing conversations, eliminating the need for manual case creation and reducing errors.
The agent consists of two primary functions:
Automated case creation and updates
Case follow up and closure
Automated case creation and updates
The Case Management agent creates cases automatically from chat conversations and incoming emails.
Chat
When conversation routed directly or escalated by a self-assist agent with enough context, the Case Management Agent performs the following actions:
Maps the context from the conversation to the fields configured by the administrator and predicts the values for those fields.
Creates a new case that opens in a new tab in the Active Conversation form. A case is created only if the agent has enough context to populate all the configured fields.
Populates the values of the fields in the case.
Automatically saves the case.
If there isn't enough context in the conversation to populate the mandatory fields, the agent doesn't create a case when you accept the conversation. However, when you end the conversation, if there's enough information, the agent creates a case, if it isn't manually created.
For an incoming email, a case is created automatically based on the configured automated record creation (ARC) rules. The agent then predicts and populates the configured default fields with the context from the email.
Update a case
The agent updates the fields configured by the administrator as follows:
For a case created from a conversation: Select Update from conversation on the case form. The agent populates the fields with context from the ongoing conversation. Updated fields are highlighted, and a banner indicates that they were modified using AI.
If there isn't enough context to populate the fields, the agent doesn't update them and displays a message indicating no changes.
If the conversation is in wrap-up state, the agent checks if a case is created. If the case isn't created, the agent creates a new case and populates the case fields. If a case is created, the agent updates the specified fields.
For a case created from an email: The agent populates the fields with context from incoming emails linked to the case.
You can review the updated fields in Audit history if your administrator enables auditing for the entity. You need to have access to audit history to be able to view the AI updates.
Case follow-up and closure
The Case Management Agent uses AI to generate and send periodic follow-up emails that keep customers informed about their case status. If customers don't respond after a configured number of follow-up attempts, the AI agent suggests that you can close the case.
Autonomous case follow-up work
Based on the follow-up rules and trigger configured by your administrator, the AI agent performs the following actions:
Checks if a case meets the rules set to qualify for the follow-up process.
Maps the Status Reason value on the case form to the status reason trigger set by your administrator.
Determines if the customer responded to your email within the configured duration for the first response time. If the status reason matches the trigger, the AI agent displays the Suggested actions card on the case form with the next steps you can take.
Use the Suggested actions card
You can see the Suggested actions card on the case form based on the configurations set by the administrator. The Suggested actions card displays the following next steps you can take:
Send follow-up: The customer didn't respond to your last email within the configured duration. Select Review and send email to view the email drafted by the agent in a new tab. You can edit the email and then send it to the customer.
Send next follow-up: The customer didn't respond to the follow-up email within the configured duration. Select Review and send email to view the email drafted by the agent in a new tab. You can edit the email and then send it to the customer.
If the customer responds to the email at any point in the follow-up process, with a favorable response, the AI agent stops sending follow-up emails and the Suggested actions card is no longer displayed on the case form.
Reply to customer: The customer responds to the email within the follow-up duration with a response that the agent can't process or contains a negative response. Select Draft reply to view the email drafted by the agent in a new tab. You can edit the email and then send it to the customer.
Resolve case: The customer didn't respond to any follow-up emails you sent. Select Resolve case to view the Case Resolution dialog. You can then close any open activities and resolve the case.
You can view an AI generated summary of when the customer last responded to your email and the next steps you can take. You can provide feedback by selecting the Thumbs up or Thumbs down option. You can also hide or expand this summary.